Virtual receptionist services for medical & dental practices

AssistBPO's virtual receptionist services for medical and dental practices put a HIPAA-trained receptionist on your practice line in your name, under a BAA, during clinic hours, so patients reach a person who can see the schedule instead of a hold queue.

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This page Medical & dental practices Virtual receptionist services

How does a virtual receptionist work for medical & dental?

The receptionist works in Dentrix, Open Dental, athenahealth or your system: books new and returning patients into the correct provider template, confirms and reschedules, answers questions about location, parking, forms and what to bring, takes insurance details for verification, and processes payment-plan questions by pointing to your portal. Clinical calls follow the triage protocol your provider signs: symptoms, results and refills are routed to the clinical team with a documented message, and emergencies follow your script. Pharmacy, lab, specialist and payer calls are routed by your rules. Every call becomes a note on the patient record or a task for the right person. SS Support Network, our healthcare sister brand, has staffed practice phones since 2020, and your receptionist comes with that supervision, a trained backup and a team lead who scores calls monthly.

What tasks does a virtual receptionist cover for medical and dental practices?

  • Answer the practice line in your name during clinic hours
  • Book, confirm and reschedule patients in the correct provider template
  • Collect insurance details and flag them for verification before the visit
  • Route symptoms, results and refill requests by your signed triage protocol
  • Route pharmacy, lab, specialist and payer calls to the right person
  • Answer location, parking, forms and what-to-bring questions
  • Document every call as a patient note or a task
  • Send an end-of-day call log with messages awaiting the clinical team

The KPI that matters here

Calls answered live during clinic hours and appointments booked on the first call. Abandoned calls and messages awaiting clinical response are reported daily.

What rules does a virtual receptionist follow for medical & dental?

  1. HIPAA and the BAA. Every healthcare engagement runs under a business associate agreement. Staff are HIPAA-trained before they touch a chart, access is limited to the minimum necessary for the task, and the HHS Office for Civil Rights rules on use, disclosure and breach notification are built into the playbook. No HIPAA certification exists, so we do not claim one; we describe what we do instead.
  2. Patient outreach under TCPA. Appointment reminders, recall calls and texts go out with patient consent captured at registration, inside calling hours, with do-not-call scrubbing for anything promotional, under the Telephone Consumer Protection Act enforced by the FCC and the HIPAA marketing rules.
  3. No clinical advice. Assistants schedule, verify and coordinate. Symptoms, medication questions, results and refill requests are routed to your clinical team by the triage protocol your provider signs off, in line with state medical and dental board rules on unlicensed staff.
  4. Right of access timelines. Records requests are logged on receipt and processed inside the 30-day HIPAA right-of-access window, with state rules applied where they are shorter, and identity verified before anything is released.

Medical & dental software we work in

Also in use

  • Availity
  • Weave

See all 80 tools we work in

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Frequently asked questions

How does the receptionist handle a patient describing symptoms?

By following the triage protocol your provider approves during onboarding. The receptionist listens, records the message accurately with the patient's callback number, and routes it: emergencies to your emergency script, which may mean advising the caller to call 911, urgent symptoms to the nurse line or clinical inbox, and routine questions to the provider's queue with an expected response time. No clinical advice is given by the receptionist at any point.

Can the receptionist take payments over the phone?

Card details are never taken by the receptionist. Patients are directed to your payment portal or a secure payment link from your practice system, and balance questions are answered from the ledger. This keeps card data inside your PCI-covered systems. Copay reminders and payment plan explanations follow your script and are documented on the patient record, and refund or dispute requests go to your billing team.

Will the receptionist know our providers' scheduling rules?

Yes. During onboarding we document each provider's template: visit types and lengths, new patient slots, blocked times, which hygienist or assistant works with whom, same-day sick rules, and how far out to book follow-ups. The receptionist books only within those rules and asks the team lead when a request falls outside them. Changes to templates are updated in the playbook the day you tell us.

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